Hugo

Senior Program Manager – Director of Generative AI Operations

Hugo

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Own delivery across multiple GenAI and advanced ML workflows, including pilots, scaled programs, and experimental work
  • Lead AI Ops programs that leverage distributed, crowd-based, or hybrid workforce models
  • Translate client objectives into executable operating models, staffing strategies, and metrics
  • Ensure consistent delivery outcomes across quality, AHT, throughput, and SLA adherence
  • Partner with Quality and Training teams to embed Day-1 excellence and continuous improvement
  • Lead Hugo’s pilots' operating model, including intake, scoping, staffing, execution, and ROI
  • Design fast, low-risk pilots that validate quality, rater profiles, tooling fit, and workflow complexity
  • Operate comfortably in hyper-agile environments where guidelines, evaluation criteria, and tooling evolve in parallel with delivery
  • Identify repeatable patterns that convert pilots into long-term revenue-generating programs
  • Maintain visibility into headcount deployment, cost efficiency, and capability progression
  • Design and operate flexible AI workforce models spanning on-payroll teams, crowd contributors, and specialized talent pools
  • Oversee certification pathways, performance calibration, and specialization tracks
  • Act as a senior delivery and ops counterpart to client PjMs, product leaders, and research teams
  • Lead structured client conversations on delivery performance, system design tradeoffs, and roadmap planning
  • Proactively surface insights on workflow optimization, capability expansion, and operational levers
  • Define and own performance dashboards across quality, efficiency, workforce health, and finances
  • Build operational systems and feedback loops that scale beyond individual programs or clients
  • Establish SOPs, escalation paths, and governance frameworks suited to fast-moving AI work
  • Drive post-mortems, root-cause analyses, and continuous improvement cycles
  • Lead and develop senior portfolio managers, project managers, and cross-functional partners
  • Shape org design and capability investments as Hugo scales its AI operations footprint
  • Serve as a culture carrier for execution excellence, clarity, and accountability

Requirements

  • 8–12+ years in operations, program leadership, or delivery roles, with progressive responsibility leading AI, ML, or data-intensive programs in recent years
  • Significant experience running AI development or AI operations programs that leverage crowd, freelance, or distributed workforce models
  • Demonstrated success operating in hyper-agile environments with evolving requirements
  • Experience leading distributed, multicultural teams
  • Proven ability to translate ambiguity into scalable delivery systems
  • Strong analytical orientation with comfort using metrics to guide decisions
  • Executive-level communication and client-facing judgment
Benefits
  • Competitive salary
  • Flexible working hours
  • Professional development budget
  • Home office setup allowance
  • Global team events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI workflowsML workflowsoperating modelsperformance dashboardsworkflow optimizationroot-cause analysisSOPsgovernance frameworksperformance calibrationspecialization tracks
Soft Skills
leadershipcommunicationanalytical orientationclient-facing judgmentorganizational skillsexecution excellenceaccountabilitycontinuous improvementcultural awarenessadaptability